Seller support cases submitted by third-party services

What should I do if I received an email about seller support cases submitted by 3rd party services?

March 26, 2017 , In: Amazon FBA Seller Account Info , With: No Comments
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On around March 20th, 2017, Amazon FBA Seller received an email from Amazon which read:

Hello from Fulfillment by Amazon,

We have noticed that you have used third-party automated services that are submitting incorrect reimbursement requests. Our policies prohibit any activity that:

  • Interferes with our ability to help other sellers
  • Makes use of our services in an excessive or unreasonable way, including submitting insufficiently researched or prematurely submitted requests for reimbursement

We are committed to providing you with fast and accurate resolution to any other concerns or claims that you submit. However, we will automatically close any existing cases that were created on your behalf by third-party services. In addition, we will automatically close any new cases that are created by third-party services.

Please note: Your seller account will not be negatively impacted by any incorrect cases that have been submitted to date by these services on your behalf.

To learn more about our policies, see:

  • Prohibited seller activities and actions (https://sellercentral.amazon.com/gp/help/200386250, sign-in required)
  • FBA lost and damaged inventory reimbursement policy (https://sellercentral.amazon.com/gp/help/200213130, sign-in required)

If you have comments or questions, please contact third-party-service-questions@amazon.com.

Thank you for selling on Amazon.com.

Sincerely,
The Fulfillment by Amazon team

What should I do?

As with all Amazon warnings, you should take this email seriously. Amazon has clearly stated that Amazon Sellers can no longer use automated services that submit cases on the behalf of sellers. So, if you received this email, here are the steps you should take:

  1. In your seller account, go to Settings, and then click on User Permissions.
  2. In the “Current Users” section, look for the email address of the 3rd party service you’re using.
  3. In the column to the right of that email address, click Delete.
  4. In addition, in the “Current Authorizations” section, look for any 3rd party tools that submit reimbursement requests.
  5. Once located, click the “Revoke access” link in the right-most column.

Following these steps will ensure the 3rd party service you were using can no longer submit reimbursements on your behalf.

We’re pleased to say that Refund Pad remains 100% compliant with Amazon’s terms of service. We never ask Amazon Sellers to link their account to Refund Pad. In addition, our system ensured you vet the reimbursement requests (which is exactly what Amazon wants sellers to do before submitting a request). Check us out at RefundPad.com and let us know if you have any questions.

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